The 4-Step Success Plan for AI Adoption in the Contact Center

In the last 12 months, questions around contact center adoption of AI have changed from if to when to “why haven’t we done this yet?!” But part of the obstacle to incorporating AI into your strategy is the total lack of transparency. When every tech company is claiming to solve all problems, it’s difficult to separate  hype from actual value.

This panel brings together two experts who have successfully brought AI into the contact center. Paula Kennedy, a thought leader in customer experience innovation who has held key strategic roles at IntouchCX, Concentrix, Sitel Group, TeleTech, and HCL BPO; and Etie Hertz, CEO of Loris, an AI startup using conversational intelligence to improve everything from customer insight to agent performance to quality assurance. After this discussion, you’ll walk away with:

• The ability to prioritize AI projects with a plan for success
• Clarity on necessary steps and missteps to avoid 
• Ways to measure AI value while also mitigating risks